• Handle 80% of all incoming incidents to Service Desk (tickets, emails, and calls).
• Provide first-level support and troubleshooting assistance (Ex. Password resets, printer configurations, break/fix instructions).
• Manage multiple clients & track issues in ticketing systems.
• Proper documentation of troubleshooting steps on tickets.
• Strictly adhere to defined processes and standard operating procedures.
• Create and maintain knowledge base (KB) documents.
• May require participation in on-call technical support rotation.
  
  

• Bachelor’s/College Degree in Information, or a related field (non-degree holders with significant experience will also be considered).
• Effective customer service skills, strong oral and written communication in English.
• Adept in the MS Windows platform and a fast learner.
• Able to work independently, under pressure to meet deadlines and challenges in a highly visible, fast-paced environment.
• Physically and mentally fit, able to work the night shift.
• Professionalism, sense of responsibility.
• Good management of priorities and stress.
  
  

Please refer to job description.